Provider Help and FAQ

Cascade Provider Panel

Who can I call with any questions?You may contact our Provider Relations Department at:(800) 433–2320 or email us at info@cascadecenter.com.

What is the admission process for becoming a Cascade provider?Prospective providers can contact Cascade at (800) 433–2320 to request a provider application package. Providers complete the application and mail or fax it back to Cascade. Once Cascade receives a completed application, our provider relations department reviews the material. When the process is complete, Cascade invites a clinician to join our select panel of providers.

Why Should a provider consider joining Cascade's network?– Cascade does not “manage” the EAP visits, except for quality issues. For example, if an employee has five (5) EAP sessions available to them under his/her EAP benefit then the employee receives all five sessions unless otherwise indicated by the provider. For complex or “red flag” cases, we may ask a provider to call us to consult after the first visit.

– Provider friendly paperwork. Cascade requests only a brief form from providers in order to track dates of service and brief diagnosis information.

– Collegial approach. Cascade believes our providers are an invaluable extension of the services provided by Cascade EAP. We work with our providers in partnership to provide quality service. We consistently receive positive feedback from our providers stating that, “you are one of the easiest and most pleasant organizations to work with”.

What is expected of my role as an EAP practitioner for Cascade?A Cascade contracted provider receives EAP referrals on a regular basis. The clinician provides an assessment, develops an appropriate plan, short–term problem resolution, and client referral to appropriate treatment and/or community resources. Depending upon the needs of the employee/family member, the clinician may continue to work with the individual, couple, or family beyond the initial EAP sessions.

Does EAP counseling differ from typical private practice counseling?Yes, your role as an EAP provider does differ somewhat from that generally found within a private practice setting. The primary distinction is that as an EAP counselor you need to frequently serve more in the capacity of assessor, advisor, advocate, and facilitator of any needed referrals within the confines of a client's session limitations. It is therefore necessary for you to provide timely clinical assessments, implement solution–oriented treatment plans, and assist with resource linkage.

ASSESSMENT: The varied nature of presenting problems that EAP clients may manifest requires completion of a comprehensive assessment at the onset of services. This assessment must be largely completed in the initial session in order to maximize utilization of the EAP benefit.

BRIEF INTERVENTION: Based on the outcome of the assessment, rapid transition must be made toward implementation of a solution–oriented treatment plan. Interventions need to be carefully constructed to promote either primary mitigation of the client's presenting issues within the session limits or supportive efforts to promote understanding and acceptance of a referral.

REFERRAL: In the event that the nature of severity of the client's issues cannot be fully addressed within the limits of the EAP relationship, assistance with locating referrals, either through their health insurance or community resources, is essential. Communication of any relevant information to other professionals and confirmation of client linkage is also considered a vital component of the EAP.

How can I tell how many EAP sessions have been authorized?EAP benefit designs are determined by the member's employer. Some employer groups contract to allow a maximum number of sessions per eligible member each benefit year (e.g. up to three sessions). When you receive an EAP referral, the maximum number of available sessions appears on your authorization paperwork.

What if the client needs additional sessions beyond their EAP benefit?When extended treatment is indicated, attempts should be made to select a referral source within the client's mental health insurance coverage. Cost–effective options, such as community resources, may also be utilized based on clinical need, lack of coverage, financial situation, or client request.

Your assistance with the selection of the specific referral source is considered a crucial element of your role as an EAP provider. Therefore, you should play an active role in helping the client locate an appropriate referral based on your knowledge of local treatment providers with the required clinical expertise and a reputation for providing quality services.

Does Cascade EAP use Clinical Practice Guidelines?Cascade has adopted the following clinical practice guidelines developed by the American Psychiatric Association: Treating Major Depressive Disorder, Treating Substance Use Disorders, and Assessing and Treating Suicidal Behaviors. These clinical practice guidelines can be obtained at:www.psych.org/psych_pract/treatg/pg/prac_guide.cfm.

Are EAP services kept confidential from the client's employer?Yes. This is an important element in providing EAP services. Please reassure clients that their relationship with the EAP is confidential. Unless they provide written authorization, their confidentiality will be protected to the full extent allowed by law and no information will be provided to anyone, including their employer. Only aggregate statistics are provided to client companies.

All EAP/Outpatient providers are required to adhere to Federal and State regulations and laws that pertain to the maintenance of confidential information/records. Anyone who divulges or releases confidential information or records concerning any client without proper authorization in accordance with Cascade policies, state law and local licensing/certification bodies may be terminated from the provider network.

What should I do if an EAP client has a complaint?Cascade is committed to ensuring a high level of quality care and customer service. If at any time clients have any concerns, complaints or grievances, they should be directed to contact Cascade. Upon receipt of a complaint or grievance, Cascade researches and investigates the matter in question and works quickly to correct or resolve the problem.

Can I self–refer the clients after the initial sessions?You will experience a flexible referral process. Cascade allows clients to self–refer to panelists following the EAP assessment and referral process.